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Product Updates

09/08/2019 - Release Notes

✔️ Platform Updates

Cloud Dial

Ad-Hoc Outbound Dialling

  • Cloud Dial can now establish a new call to an unknown number that is not part of an Active Campaign
  • Check out the Knowledge Base for a more detailed guide on this feature.

Inbound Call From Unknown Number

  • Cloud Dial now has the ability to route an inbound call to an agent even if the number is unknown and not part of a running campaign.
  • Cloud Dial will route the call based on phone number tags and agent tags (using the 'Skills Based Call Routing' feature)
  • Check out the Knowledge Base for a more detailed guide on this feature.

16/07/2019 - Release Notes

✔️ Platform Updates

Cloud Dial

Predictive Dialling

  • The Cloud Dial Predictive Dialling feature replaces the need to set a specific Power Factor on a campaign. By enabling Predictive Dialling, Cloud Dial will automatically determine and adjust the required number of calls made to meet the needs of the call centre, keeping agents busy and minimising No Agent (when more calls were made than available agents) situations.
  • Predictive Dialling uses Machine Learning to continually review and make adjustments to the calls made and tunes the Dialler to meet your defined objective for Agent Wait Times and Call Drops due to No Agents available.
  • There are three modes of Predictive Dialling: Generous, Moderate and Aggressive. These modes allow the Call Centre administrator to set the "mood" of the machine learning system.
  • Aggressive Mode: this setting means that Cloud Dial will more aggressively attempt to tune the calls being made.
  • Generous Mode: will allow more time to collect information on how effectively the dialler is performing.
  • We recommend Aggressive mode only where data quality is consistent (such as customer loyalty campaigns) and Moderate to Generous when data is unpredictable (such as debt collection).

Call Result Webhook

  • The Call Result Webhook feature sends the results of each call to a URL of your choosing.
  • The webhook feature must first be enabled by entering the URL of the server, username, and password.
  • After the webhook has been enabled, you can then enable the feature on your campaigns.
  • When creating the campaign as per normal, you will now see the option to 'Enable WebHook' on the 'Additional Settings' tab.
  • The status of the campaign can then be viewed in the Campaign Management screen.

21/06/2019 - Release Notes

✔️ Platform Updates

myCloudPBX

Auto Provisioning

  • IMPORTANT: As of this release, the factory default 'admin' password for each phone will be reset to match the extension password.
  • The password for each extension is visible in the myCloudPBX portal on the extension screen.

Cisco

Firmware Updates

  • The firmware for the Cisco SPA504G & SPA508G handsets has been updated from version 7.5.6 to 7.6.2d.
Handset Old Firmware New Firmware
SPA504G 7.5.6 7.6.2d
SPA508G 7.5.6 7.6.2d

New Handsets

  • We have added three new Yealink Models in this release:
  • Yealink SIP-T53W
  • Yealink SIP-T54W
  • Yealink SIP-T57W

Firmware Updates

  • We will be updating the firmware for the below Yealink handsets.
    This will enable greater headset compatibility and other security features.
Handset Old Firmware New Firmware
Yealink SIP-T19P E2-53.80.0.130 E2-53.84.0.15
Yealink SIP-T23P 44.80.0.130 44.84.0.15
Yealink SIP-T23G 44.80.0.130 44.84.0.15
Yealink SIP-T27G 69.81.0.110 69.84.0.15
Yealink SIP-T29G 46.80.0.130 46.83.0.50
Yealink SIP-T41P 36.80.0.130 36.83.0.50
Yealink SIP-T42G 29.80.0.130 29.83.0.50
Yealink SIP-T42S 66.81.0.110 66.84.0.15
Yealink SIP-T46G 28.80.0.130 28.83.0.50
Yealink SIP-T46S 66.81.0.110 66.84.0.15
Yealink SIP-T48G 35.80.0.130 35.83.0.50
Yealink SIP-T48S - 66.84.0.15
Yealink SIP-T52S 70.81.0.10 70.84.0.15
Yealink SIP-T54S 70.81.0.10 70.84.0.15
Yealink SIP-T56V/A 58.80.0.25 58.80.0.40
Yealink SIP-T58V/A 58.80.0.25 58.83.0.15
Yealink CP860 - 37.81.0.10
Yealink CP960 73.83.0.30 73.83.0.30
Yealink W52P & W56P - 25.81.0.30

19/06/2019 - Cloud Dial Release Notes

✔️ Platform Updates

🚀 New Features

  • Blaster Campaign
  • A Blaster Campaign is a fully automated outbound campaign where no user agents are involved.
  • The campaign will make outbound calls and play a pre-recorded message.
  • Details for setting up a Blaster Campaign can be found on the ECN Knowledge Base.
  • Categorisation In Wrap Up Reasons
  • This allows agent to create wrap up reasons separated by categories
  • When creating a campaign you can pick a category and apply it to the campaign
  • eg: 'debt collection type' campaign needs different reasons to an outbound marketing type' campaign.
  • Reason category can be chosen and applied according to each campaign
  • Current master list will be recategorised in "default" category
  • Agent Login Option (Agent Has No Email)
  • Users can now be created with a username and password, user email is no longer required.
  • Managers/Supervisors can also reset the password from the Cloud Dial Management screen.
  • User Management Section (Agent Screen Changes)
  • Users can now manually change the page size - screen can now display up to 100 line items per page.

✔️ Fixes

  • Agent Screen Changes (Agent Login Select)
  • Link removal – When an Agent is waiting for calls, in the “waiting for incoming calls” page, the “Please select one” option has had the hyperlink removed.
  • Agent Tagging (Agent Campaign Screen)
  • When an agent is in the campaign screen and has not been assigned any tags, they will now only see campaign listings with no associated tags.
  • Call Back Time Zone
  • When setting up an account in Cloud Dial, you can now select the time zone you would like to be applied to that Cloud Dial account for all call back activities.
  • Inbound Dialler Beep
  • When an agent is on a call, the inbound dialler beep is now deactivated and will only chime when an Agent is not on a call.

31/05/2019 - Release Notes

✔️ Platform Updates

🚀 New Features

  • 1300 Inbound Product Launch
  • Full product launch of new ECN Inbound 1300 product.
  • Inbound 1300 is a service that allows customers to call your business from anywhere in Australia by dialling a single, national 1300 or 1800 number.
  • If you don't already have one you can now order a new Inbound 1300 number via the ECN website.
  • For a comprehensive guide on how to configure your Inbound 1300 service please visit our Knowledge Base.
  • Knowledge Base Platform Launch
  • Release of ECN Knowledge Base, a repository containing product information, product guides, configuration tutorials, screen shots, instructions and more on how to set up and make best use of ECN products and services.
  • Visit kb.ecn.net.au to check it out.
  • VoIP Product Launch
  • Residential Voice Add-On
  • To find out if you qualify for this service visit For You and enter your address
  • CTS Product Launch
  • High Volume Call Termination Over IP
  • ECN Call Termination is designed for corporate customers with their own multi-site PBX, or wholesale customers looking to offer services to downstream customers on their own infrastructure.
  • CTS also offers number hosting
  • Delivered via a private IP link between ECN and the end users.
  • Cloud Dial: Blaster Campaign Feature
  • A Blaster Campaign is a fully automated outbound campaign where no user agents are involved.
  • The campaign will make outbound calls and play an automated message.
  • Details for setting up a Blaster Campaign can be found on the ECN Knowledge Base.

⚡️ Improvements

  • myCloudPBX
  • View myCloudPBX changes - removed the ability to "undo" the changes.
  • Function allows you to view historic changes and current changes in a user friendly mode

✔️ Fixes

  • Business SIP
  • Overall improvement to the management configuration and bug fixes

27/03/2019 - Release Notes

📅 Upcoming

  • New analytics engine for myCloudPBX
  • Yealink Handset Firmware Updates

✔️ Platform Updates

⚡️ Improvements

  • Business SIP - we have transformed our IPVS and IPVM products into one, easy to manage Voice product: Business SIP. It offers the same features as the IPVS/IPVM products with a more simple and logical configuration.
    The smooth transition to Business SIP means it is business as usual, with the service continuing to work unaffected with no change in price, and no customer configuration necessary. Customers will be able to navigate the Portal and continue to receive and make calls as they always have. New features include the addition of SIP edit screens, improved failover handling, hidden password on configurations screen, and an easier to manage myECN Portal.

  • Cloud Dial - Implemented call recording muting that now produces a single recording file from a dialler call, meeting PCIDSS Compliance requirements. 'Mute/Pause' will replace 'Stop/Start' of the call recording which previously produced multiple files.

🚀 New Features

  • 1300 Inbound - New platform
  • Launch of Status Page - real-time information about what went wrong

✔️ Updates

🚀 New Features

  • Order 1300 online on website